Terms of Service

Acceptance of Terms

By accessing or using Hiro App, you agree to comply with and be bound by these Terms of Service. If you do not agree with these Terms, please refrain from using the App. We encourage you to top up your balance and enjoy the convenience of using it for your transactions, rather than leaving it unused.

User Eligibility and Account Registration

Eligibility

Users must be at least 12 years old to utilize the services provided by the App. By accessing the App, you affirm that you meet this eligibility criterion.

Account Creation

Certain functionalities of the App may necessitate the creation of a user account. You are responsible for maintaining the confidentiality of your account information and for all activities conducted under your account.

Prohibited Activities

Users are expressly prohibited from engaging in activities that contravene applicable laws, disrupt the proper functioning of the App, attempt unauthorized access, or provide false information during the account creation process.

Cashless Payments

Payment Processing

The App facilitates cashless payments for laundry services through secure third-party payment processors. Users are obligated to furnish accurate and current payment information.

Refund Policy for Machine Malfunctions in the Hiro App

1. Eligibility for Refund

Customers are eligible for a refund if their balance has been deducted from their Hiro app account, but the machine at the outlet fails to start or complete the requested service.

2. Initiating the Refund

Customers must report the issue through the Hiro app, providing the following details:

• Outlet location
• Machine type (washer, dryer, etc.)
• Machine number
• Transaction details (date, time, amount)
• A brief description of the issue (e.g., machine not starting)

Reports must be submitted within 48 hours of the failed transaction.

3. Verification Process

Upon receiving the refund request, our team will verify the transaction and machine logs. If the machine failure is confirmed and the balance was deducted, the refund will be approved.

4. Processing the Refund

Refunds will be credited back to the customer's Hiro app account balance within 5 business days after the verification process is complete. Customers will receive a notification once the refund is processed.

5. Refund Amount

The refund will be equivalent to the full amount deducted during the failed transaction. No service fees will be charged for these types of refunds.

6. Non-Refundable Cases

Refunds will not be processed in the following cases:

• User error (e.g., incorrect machine selection)
• Failure to report the issue within the 48-hour window
• Fraudulent or suspicious refund claims

7. Customer Notification

Customers will receive confirmation via email or through the Hiro app once the refund has been processed and credited to their account.

8. Contact Information

For any queries or further assistance, customers can contact our customer support team at admin@hiroapps.io.

By requesting a refund, you acknowledge and agree to the terms outlined in this refund policy.

Withdraw Policy for Hiro E-Wallet

1. Eligibility for Withdrawal

Customers may withdraw their remaining balance from their Hiro e-wallet account. This withdrawal process applies only to accounts with a positive balance of more than RM 30. Accounts with a balance below RM 30 are not eligible for withdrawal.

2. Initiating the Withdrawal

Customers must submit a formal request to withdraw their balance. Requests can be made through our customer service portal, via email, or by contacting our customer service team directly.

3. Verification Process

Upon receiving the request, our team will verify the account details and the remaining balance. Customers may be required to provide identification and additional documentation to validate their request.

4. Processing the Refund

Once the account and request are verified, the withdrawal will be processed within 10 business days. The withdrawal will only be transferred to the customer's registered Malaysian bank account or eligible Malaysian e-wallet. No other payment methods are supported.

5. Withdrawal Amount

The withdrawal amount will be equivalent to the full remaining balance in the e-wallet account at the time of the request, minus a service fee of RM 2. Any pending transactions or fees will be deducted from the balance before the withdrawal is processed.

6. Non-Withdrawal Cases

• Accounts found to be in violation of our terms of service or involved in fraudulent activities will not be eligible for withdrawal.
• Any promotional or bonus credits provided by us will not be included in the withdrawal amount.

7. Customer Notification

Customers will receive a notification via email once the withdrawal has been processed and transferred.

8. Contact Information

For any queries or further assistance, customers can contact our customer support team at admin@hiroapps.io.

By withdrawing your balance from the Hiro e-wallet, you acknowledge and agree to the terms outlined in this withdraw policy.

Intellectual Property

Ownership

All content and materials available on the App, inclusive of text, graphics, logos, images, and software, are the exclusive property of Hiro or its licensors and are safeguarded by intellectual property laws.

License

Users are granted a limited, non-exclusive, and revocable license to access and employ the services offered by the App strictly for personal and non-commercial purposes.

Privacy

Data Handling

The collection and use of user information are governed by the Privacy Policy of Hiro. Users, by accessing the App, implicitly consent to the data collection practices therein.

Modifications to the Terms

Reservation of Right

Hiro reserves the right to modify or update these Terms at its discretion. Changes will be effective immediately upon posting on the App.

Termination

User Termination

Users may terminate their account at any time by contacting Hiro at admin@hiroapps.io.

App Termination

Hiro reserves the right to terminate or suspend user accounts and access to the App, without prior notice, for any reason.

Contact Information

For inquiries or concerns regarding these Terms, please contact Hiro at admin@hiroapps.io.

By utilizing the services of the App, users acknowledge and agree to abide by these Terms.